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Scientific paper - Original scientific paper
A cross-cultural analysis of perceived value and customer loyalty in restaurants
European Research on Management and Business Economics, 30 (2024), 3; 1-16. https://doi.org/10.1016/j.iedeen.2024.100265
Croitoru, Gabriel; Capatina, Alexandru; Florea, Nicoleta Valentina; Codignola, Federica; Sokolic, Danijela

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Croitoru, G., Capatina, A., Florea, N. V., Codignola, F. & Sokolic, D. (2024). A cross-cultural analysis of perceived value and customer loyalty in restaurants. European Research on Management and Business Economics, 30. (3), 1-16. doi: 10.1016/j.iedeen.2024.100265

Croitoru, Gabriel, et al. "A cross-cultural analysis of perceived value and customer loyalty in restaurants." European Research on Management and Business Economics, vol. 30, no. 3, 2024, pp. 1-16. https://doi.org/10.1016/j.iedeen.2024.100265

Croitoru, Gabriel, Alexandru Capatina, Nicoleta Valentina Florea, Federica Codignola and Danijela Sokolic. "A cross-cultural analysis of perceived value and customer loyalty in restaurants." European Research on Management and Business Economics 30, no. 3 (2024): 1-16. https://doi.org/10.1016/j.iedeen.2024.100265

Croitoru, G., et al. (2024) 'A cross-cultural analysis of perceived value and customer loyalty in restaurants', European Research on Management and Business Economics, 30(3), pp. 1-16. doi: 10.1016/j.iedeen.2024.100265

Croitoru G, Capatina A, Florea NV, Codignola F, Sokolic D. A cross-cultural analysis of perceived value and customer loyalty in restaurants. European Research on Management and Business Economics [Internet]. 2024 November [cited 2024 December 29];30(3):1-16. doi: 10.1016/j.iedeen.2024.100265

G. Croitoru, A. Capatina, N. V. Florea, F. Codignola and D. Sokolic, "A cross-cultural analysis of perceived value and customer loyalty in restaurants", European Research on Management and Business Economics, vol. 30, no. 3, pp. 1-16, November 2024. [Online]. Available at: https://urn.nsk.hr/urn:nbn:hr:192:824169. [Accessed: 29 December 2024]

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Metadata
Title (english)A cross-cultural analysis of perceived value and customer loyalty in restaurants
AuthorGabriel Croitoru
AuthorAlexandru Capatina
AuthorNicoleta Valentina Florea
AuthorFederica Codignola
AuthorDanijela Sokolic
Author's institutionUniversity of Rijeka
Faculty of Economics and Business
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Organization and Management
Abstract (english)
This paper explores the relationships between the social, emotional, functional, epistemic and conditional value perceived by customers and the key customer outcomes of satisfaction, retention and loyalty in the restaurant industry. Partial least squares structural equation modelling (PLS-SEM) is applied to a cross-sectional sample of 365 restaurant clients from Romania, Italy and Croatia. The analysis reveals significant cross-cultural variations in how these five kinds of value affect customer satisfaction. The findings reveal that emotional value is the most significant determinant of customer satisfaction in all three cultural contexts. This finding underscores its universal importance in improving customer experiences. In contrast, functional value and conditional value have context-dependent effects, with greater relevance in certain countries. In particular, social value negatively influences satisfaction in Italy, suggesting that social aspects may not be aligned with consumer expectations across cultures. These findings provide actionable insights for restaurant managers. They highlight the importance of boosting emotional engagement and tailoring service strategies to culturally specific customer preferences. Doing so can ultimately lead to greater customer satisfaction, retention and loyalty.
Keywords (english)
Languageenglish
Publication typeScientific paper - Original scientific paper
Publication statusPublished
Peer reviewPeer review - international
Publication versionPublished version
Journal titleEuropean Research on Management and Business Economics
Numberingvol. 30, no. 3, pp. 1-16, 100265
p-ISSN2444-8834
e-ISSN2444-8842
DOIhttps://doi.org/10.1016/j.iedeen.2024.100265
URN:NBNurn:nbn:hr:192:824169
Publication2024-11
ProjectNumber: ZIP-UNIRI-2023-16
Title (croatian): Redefiniranje okvira za utvrđivanje razmjera i utjecaja novih modela rada
Title (english): Redefining the framework for establishing the scope and impact of emerging work patterns
Acronym: Labor 22
Leader: Danijela Sokolić
Jurisdiction: Croatia
Funding stream: ZIP UNIRI
Document URLhttps://linkinghub.elsevier.com/retrieve/pii/S244488342400024X
Type of resourceText
Access conditionsOpen access
Terms of useLicence Attribution-NonCommercial 4.0 International (CC BY-NC 4.0) icon
Created on2024-11-26 13:02:39